SIDANIA MORGAN
London,Essex
Summary
Accomplished professional with extensive expertise in operation analysis, health & safety management, and asset management. Proven track record in building & facility management, management training & development, and corporate partnerships. Adept at performance monitoring, asset management, compliance policy development, and stakeholder relations. Skilled in risk analysis and management, performance metrics interpretation, understanding of consumer behaviour, and contract negotiation and administration. Committed to leveraging skills to drive organisational success and foster strong corporate relationships. Passionate about delivering exceptional customer service, ensuring client satisfaction, and enhancing the overall customer experience through effective communication and problem-solving.
Overview
14
14
years of professional experience
8
8
years of post-secondary education
1
1
Certification
Work history
Development Manager
The Arc Development
London
05.2024 - 04.2025
- Lead the mobilization and handover of all assets and within the development, considering the Customer Journey- including handover documents, O&M’s, snagging and commissioning certificates
- Lead the onsite team, ensuring effective management and coordination
- Oversee operational and health and safety matters within all commercial, retail and residential areas of the development
- Manage aftercare and defect management to maintain high standards
- Regularly engage, in meetings with the client to provide insight on the development’s service operations, expenditure and asset maintenance
- Serve as the escalation point of contact for all operational and compliance matters
- Ensure all inquiries from all points of contact are responded to within company’s set KPIs
- Assist in the preparation, drafting, and tender process of service charge budgets
- Manage and oversee onsite teams, including the Duty Manager, ensuring their performance, training, and development
- Recognise staff to be included within the onsite Development programme into Management
- Train the site team in delivering exceptional service to residents and occupiers
- Oversee the duty manager’s organization and management of amenity spaces, key& parcel management and all other onsite facilities
- Conduct daily briefing team meeting to assess immediate maintenance, housekeeping and service issues
- Oversee the Duty Manager during the planning and hosting of Lifestyle events for residents
- Conduct regular weekly and monthly detailed building inspections, input findings on our risk management portal QUOODA, and act immediately on any issues found
- Regularly assess and update site emergency procedures as required
- Aid in the delivery of Sustainability and Corporate Social Responsibility targets
- Collaborate with the Conveyancing & Finance teams to ensure property, lease, lessee, and service charge information is accurately updated
- Ensure the team is trained and supported to maintain wellbeing and excellent working standards
- Address any non-performance matters and ensure all DSE reviews are completed annually or after any significant change
- Procure services from third-party service partners to deliver Management Services and meet client objectives
- Ensure all PQQ and RAM’s checks are completed before any contractor is allowed on site
- Coordinate planned preventative maintenance and reactive repairs with appropriate service partners and warranty providers
- Review the performance of service partners and contractors in line with service partner KPIs, identifying areas for improvement or managing out poor-performing contractors
Operations Manager
The Atlas Building
London
05.2019 - 07.2023
- Led the mobilization and grand opening of the luxurious, The ATLAS Building
- First point of contact for all building maintenance operations during Warranty & Snagging period
- Oversee external contractors, property maintenance and any extensive major works projects
- Ensured that RAMs statement and qualifications were provided, along with PPE and Health & Safety compliance is completed by contractors
- Restructured daily building inspections procedure to ensure all communal areas and plant room Maintenance are being maintained at the highest standards
- Compiled weekly building operations report to be submitted to our Head Office Management team
- Developed and launched building house rules and standards to be maintained by leaseholders and tenants in line with leasehold agreement
- Designed and launched Service Operation Procedure manual SOP, for site staff on executing daily operational tasks, staff conduct and behavior
- Supported General Manager with the overseeing of 5 commercial outlets as part of the wider estate
- Spearheaded and launched Senior Development Program comprising of 3 staff members developed and promoted to management positions
- Led and professionally developed a team of 15, which consisted of 10 concierge members, 4 housekeeping members and maintenance staff
- Enhanced ongoing training and development for the team by measuring productivity, yearly reviews and disciplinary hearings when needed
- Designed and implemented the Events & Partnership program which hosted exciting events for our building whilst sourcing bespoke products and services for our residents
Front of House Manager
Foreign & Commonwealth Office
Westminster
02.2018 - 02.2019
- Oversee and manage the delivery of 5
- Customer Service at two receptions
- Line manager to 9 members of staff, located at the flagship office in London and Milton Keynes
- Responsible for supporting and training staff on the security visitor and pass system
- Trained and developed staff into supervisory roles
- Oversee and coordinate the modernizing of the reception using innovative service technology solutions
- Conduct ongoing staff training and development regarding the Estate security policies and Customer service delivery with decorum
- Conduct HR and disciplinary meetings regarding Staff performance and Estate Code of Conduct
- Produce monthly report evaluations at monthly KPI meetings with the Estate Director
Guest Relations Manager
Gordon Ramsay Holdings
Wandsworth
02.2016 - 02.2018
- Oversaw and Managed the Investigation and Resolving process of escalated complaints
- Implement and Develop Service Procedures to help increase KPI and overall guest retention
- Direct the team on how to compile specific data to identify daily, weekly and monthly complaint trends
- Compiling Monthly Restaurant Management Performance reports to be analyzed during the Monthly business meeting conducted by the Board of Directors and CEO
- Manage Staff Service usage
- Oversee the provision of Customer Support to our International Teams
- Provide CRM support to our Sales Marketing Team, online social media & Content Creative Teams
- Create Service Operational Procedures for both our UK & International Customer Service Teams
Aura Guest Relations Representative
ME London Hotel
03.2015 - 01.2016
Night Reception Hostess
Dorchester Collection
45 Park Lane Hotel
07.2013 - 03.2015
Employee Consultant Representative/Night Receptionist
Park Plaza Westminster Bridge Hotel
09.2011 - 06.2013
Education
BTEC National Diploma - Travel & Tourism
South Trafford College
09.2000 - 06.2002
Bachelor's Degree - International Tourism Management & Business Management
University of East London
09.2007 - 05.2014
Skills
- Operation Analysis
- Health & Safety Management
- Customer Relations Management
- Complaints Handling & Retention
- Asset Management
- Compliance Policy Development
- Stakeholder Relations
- Risk analysis and management
- Onboarding and Orientation
- Building & Facility Management
- Management Training & Development
- Corporate Partnerships
- Performance Monitoring
- Communication excellence
Systems & Software Use
- Microsoft Office Suite
- Dwellant
- Bright-HR
- Shield Safety
- Swiped on
- Kallidus
- Resi-Sense
- Quooda
- MyView
- Traka
- Spaceflow
Certification
· IRPM Foundation Level 2
· ARMACredited- Residential Service Charge Accounts
· ARMACredited-Health & Safety
· STA-Level 2 Swimming & Pool water Testing
· STA- Pool Emergency Responder and EFAW Course
· London Fire Services-Health, Safety & Fire Training
· British Red CrossFirst Aid Trained- 2024
Timeline
Development Manager
The Arc Development
05.2024 - 04.2025
Operations Manager
The Atlas Building
05.2019 - 07.2023
Front of House Manager
Foreign & Commonwealth Office
02.2018 - 02.2019
Guest Relations Manager
Gordon Ramsay Holdings
02.2016 - 02.2018
Aura Guest Relations Representative
ME London Hotel
03.2015 - 01.2016
Night Reception Hostess
Dorchester Collection
07.2013 - 03.2015
Employee Consultant Representative/Night Receptionist
Park Plaza Westminster Bridge Hotel
09.2011 - 06.2013
Bachelor's Degree - International Tourism Management & Business Management
University of East London
09.2007 - 05.2014
BTEC National Diploma - Travel & Tourism
South Trafford College
09.2000 - 06.2002
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